IT Manager

Bachelor's degree in a related field or equivalent and 8 years of professional experience

• Excellent problem-solving and troubleshooting skills.
• Advanced experience in the relevant technical field of expertise including active directory, group policy, desktop and server management, and security best practices.
• Experience utilizing endpoint management systems and industry-standard tools for desktop, learning, content management, and/or systems management services (e.g., Ivanti LANDesk, Munki, AMX Resource Management Suite, Crestron Fusion, GitHub/Lab, etc.).
• Experience with Active Directory.
• Strong knowledge of TCP/IP and experience with troubleshooting wired and wireless networking.
• Enterprise virtualization, server hardware, iSCSI/Fibre Channel Storage, Network-Attached Storage, and L2/L3 networking.
• Familiarity with common productivity and security applications.
• Cloud services experience with Amazon AWS and Microsoft Azure platforms and components.
• Experience leading enterprise-level service planning/roadmaps and maintaining client-focused service-level and operational agreements.

• Meet agreed-upon objectives of projects and tasks.
• Complete routine requests in a timely manner.
• Create a seamless experience for clients.
• Perform at a consistently high standard.
• Participate in an annual performance development process.
• Reliably and dependably participate regularly in helpdesk operations, M-F 8AM-5PM.
• Working with team members to address gaps in coverage with supervisor input.

• Set and meet realistic goals.
• Effectively manage time and stay on-task.
• Document interactions with clients and routine tasks in a ticketing system.
• Maintain productivity by delegating tasks with junior team members as appropriate.
• Actively share and contribute insights with colleagues, leverages and contributes to university knowledge to support institutional goals.
• With minimal supervisor input, work with the team to help identify ways to improve processes and productivity.

• Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers.
• Promote positive morale and serves as a positive representative of Franklin OIT.
• Attend department and college activities.
• Serve as an example for colleagues.
• Demonstrate professionalism and clarity in written and verbal communications.
• Demonstrate active listening skills to effectively understand and address concerns, utilize conflict management techniques to resolve disputes.
• Interact and build relationships with departmental leadership.

• Demonstrate personal accountability and avoid blaming others.
• Participate in the usage and implementation of college-wide tools and standards.
• Contribute to projects and tasks which have a college-wide scope.
• Be available and proactive in assisting coworkers and clients during the workday.
• Train and develop junior team members.
• Manage workflows and processes within assigned team and with junior team members.

• Demonstrate initiative in planning and organizing work within scope.
• Participate in and facilitate decision making and problem-solving.
• Demonstrate alignment with Franklin OIT policies and priorities.
• Contribute to the development of standards and best practices.
• Engage with colleagues to explore new technologies, recommend alternative solutions, and provide feedback on strategic vision.
• Demonstrate a commitment to inclusive excellence, foster trust and respect, effectively utilize institution resources, and exhibit a strong work ethic.
• Plan and promote ideas for operational improvements that meet the target strategy of the organization and in alignment with your supervisor's guidance.

• This position spends long periods of time sitting, standing, and working on a computer.
• This position will lift and move technology-related equipment and furniture of various shapes and sizes independently or with assistance from colleagues periodically.
• This position will bend, squat, reach overhead, and climb ladders to access, disassemble, and/or install equipment periodically.
• This position includes walking to meet with clients in buildings that are geographically near each other and the individual's primary office.
• This position will coordinate with staff and providers, and participate in the safe moving of large rack-mounted server equipment and related components.

• Supervise and mentor team members.
• Serve as a technical lead for systems management team.
• Develop and implement standards, guidelines, and policies for assigned team/purview.
• Optimize workflows and review processes for continuous improvement.
• Facilitate and encourage collaboration and communication.
• Relationship management with faculty, staff, and unit leadership.
• Meet with key stakeholders within Franklin OIT and Franklin College to ensure needs are being met and address concerns.
• Maintain cost-recovery operations including consultations, quoting, and invoicing for services.
• Strong technical background in systems administration, management, and corresponding cloud technologies.
• Familiarity and ability to get up to speed with federal technical compliance requirements.
• Maintenance and creation of technology roadmaps for the maintenance of existing and implementation of new technologies at a college-level.

• Achieve Franklin College's strategic objectives for assigned team/purview.
• Plan and oversee support for core college-level services.
• Oversee, participate, and lead multiple, complex projects with a college-wide scope.
• Respond to various incoming support requests for services managed at the leadership level.
• Utilize the preferred tools for management of work queue and projects.
• Fully document all tasks and projects.

• Develop documentation, presentations, and training materials.
• Facilitate a culture of documentation through an established framework.
• Assist with administrative tasks related to assigned team/purview.
• Provide training on an as-needed basis.
• Facilitate the college's bulk computer purchase.
• Manage vendor relationships.
• Assist with budgeting and budget development.
• Ensure compliance in the college with all relevant policies.

• Explore emerging technologies
• Identify strategies to make the college's IT services more efficient and effective
• Ongoing professional development

• Represent Franklin OIT in various campus IT committees
• Participate in hiring committees
• Completes all other duties as assigned
• After-hours and holiday work may be required for critical infrastructure and services